IT Service Support / Farm worker
Resume:
INDIKA KARUNARATNE
***/*, ******** ****, *********,
************@*****.***
Hokandara South, Sri Lanka.
SUMMARY
Highly experienced IT professional with a strong commitment to excellence in customer service and a high level of expertise in IT Management, Network Infrastructure Support, Systems Support, Helpdesk Support, Desktop & Application Support, Technical Support and User Training.
I bring great interpersonal skills with a real ability to correct relate within diverse environments. Able to strategies, problems solve and find creative solutions to enhance the quality of my work practice. Able to support and communicate effectively within teams as well as commits to projects with great attention to detail. I am a calm and steady individual with many years’ experience in the ever changing world of technology / communications.
ICT TECHNICAL ABILITIES
IT Management including budgeting, procurement and Inventory management
Server Systems & Core IT Network Infrastructure Administration
Desktop, Notebooks, End user devices & IT Peripherals Support
Day to day Core IT Network & Infrastructure Support
Applications installation & configuration, EDI, HRMS and ERP support
Helpdesk L1-L3 Technical Support
Day to day user support & Training
INTERPERSONAL / TEAM SKILLS
Ability to work in a culturally diverse environment and get along fairly well with people from different nationalities.
Person with a self-confident and positive thinking.
Good communication skills
Very good problem solving skills
Good time management skills and ability to work in a pressure.
Strongly follows work ethics.
PROFESSIONAL EXPERIENCE
DATA TELECOM (NZ) LTD.- New Zealand-. 06th March 2017 – 04th August 2017 ICT Support Engineer
Responsibilities (Not limited to)
Designing, Implementing, Testing, Commissioning and maintaining structured data & Voice networks according to customer requirements
Installation, Testing,Commissioning and customizing of IPABX System according to customer requirements
Building VOIP-based network systems and adding features and services.
Designing, Installation, Testing and Commissioning of CCTV Network system
Training / demonstration the customers / end users.
Provide network access to all staff and end users.
Install all network-related applications, systems, software packages and end-user devices.
Involve breakdowns and Troubleshooting of all PABX and network technology issues
Maintain current and accurate inventory of technology hardware and resources
Maintain periodic maintenance and testing of CCTV / Data Networks.
Maintain log and/ or list of required repairs.
Research current and potential resources and services
Continually develop product knowledge and industry awareness and understand product range and market applications
Responding to inquiries on network issues and outages
Up gradation and development of existing networks to meet customer requirements, based on their future network needs.
RWA PEOPLE LTD. 16th December 2016 – 03rd March 2017
Client: Avis Budget Group, Level 3, Building C, Millennium Centre, 600 Great South Rd, Ellerslie, Auckland 1051.
Senior Level 3 Technical Support
Responsibilities (Not limited to)
Respond to all L2/L3 helpdesk technical support requests through Helpdesk support system, phone, email, forms and direct contact.
Active Directory users and computer management including user creation / deletion, password changes, Group policy implementations, Security / distribution group creations, DHCP, DNS and other active directory administration tasks.
Exchange user management including new mailbox creation, shred / group account creation, access rights and permission, backups and other exchange 2010 administration tasks.
IT Core Network & Infrastructure Support including Ethernet LAN, VLAN, WLAN, WAN, Network cabling, Cabling Racks, Patch panels and user end point support and troubleshooting.
Network Device configurations, Cisco Layer 2 / 3 Switch support – 2950, 3750,Cisco Router Support – 800,1800, 2900 and ASA 5500 support and troubleshooting.
Configuring, Implementing, Diagnosing, Troubleshooting and resolving hardware and software requests in Notebooks, Desktop computers and other IT Peripherals.
Remote support for branch operations
Aruba networking devices, Aruba mobility controller and wireless virtual controller support.
Windows Deployment Server (WDS), PDQ deployment, MacAfee Anti-Virus and Encryption server support.
All business related applications support.
TOTAL IT CONSULTANCY PTY LTD. (AUSTRAILIA) 09 Oct 2016 – 05 Dec 2016 Client : Latitude Financial Services – New Zealand, Auckland (Ex. GE Finance) Migration / Build Engineer – Team Lead
Responsibilities (Not limited to)
Build System Images with client Standard Operational Environment.
System Migration with User Profiles provided by the customer with standard operational procedures.
Check and resolve any application, networks or hardware issues faced by users when migration.
Documenting attendance of resources and sharing with Project Manager (PM).
Proactively escalate any issues to Project Manager (PM)
Responsible for maintaining and developing the quality and capability of the migration technician team, and ensuring appropriate People Management processes, including regular evaluations and employee engagement plans are in place.
Responsible for keeping a library of support documentation including deployment guides provided by Client etc.
Migration Engineer must ensure that all documentation is up to date, and distributed in a timely manner to migration technicians. Such documentation to be provided by Client and modified by same from time to time under change control.
To provide local IT Support to Customer users by providing local support services to end users.
Resolution on issues pertaining to IT environment during and, post Win7 migration and, willingness to work and deliver service as per IT best Practices in a manner which minimizes downtime. Act as a support contact point for internal IT Support teams.
Logistics movement of spares to various locations within the same premises as required. LI & FUNG (EXPORTS) LTD www.lifung.com Apr 2011 - Jun 2016 Network Solution Specialist (Global Operations) – Manager – IT Responsibilities (Not limited to)
Responsible for Local Area Network & Infrastructure administration, VPN, Leased Lines and remote office connections.
Indika Karunaratne Resume
3 P a g e
Directed the network and infrastructure, as well as desktop administration; troubleshot and provided service support to identify, resolve, and repair server-related hardware and software malfunctions.
Acted as primary point of contact for designated offshore offices; built and maintained a strong local and global vendor network.
Monitored contractual obligations, performance delivery, and service level agreements; surveyed sites to determine future network needs and made recommendations for enhancements.
Carried out management functions, including but not limited to: budgeting, asset management, Inventory controlling, vendor management, SLAs, contract management, and continuous service improvements.
Liaised with vendors, suppliers, service providers, and external resources to analyse, recommend, install, and maintain hardware and software applications.
Supervised the team to manage the company’s IT infrastructure systems and provide a stable and secure environment, essential to meet a wide array of business needs.
Helpdesk L2-L3 Technical, Application support & User Training LI & FUNG (EXPORTS) LTD www.lifung.com Apr 2004 - Mar 2011 Network Support Officer (L2-L3)
Responsibilities (Not limited to)
Provided hardware and software support to end users to meet business needs; deployed IT initiatives of the related IT infrastructure systems.
Administered global infrastructure systems to provide stable and secured infrastructure and support the related network activities.
Monitored network traffic, activity, capacity, and usage to ensure continued integrity and optimal network performance.
Analysed, evaluated, and monitored network infrastructure meticulously to ensure network was configured to operate at optimal performance.
Displayed high-level liaison and communication skills with staff or clients, either face-to-face or over the phone, to help install, configure, test, maintain, and administer new and upgraded networks, software database applications, servers, and workstations.
Helpdesk L2-L3 Technical, Application support & User Training LI & FUNG (EXPORTS) LTD www.lifung.com Jan 2001 - Mar 2004 Systems Administrator (L2-L3)
Responsibilities (Not limited to)
Maintained the database architecture, data structures, and tables to ensure the accuracy and completeness of all data master files of Li & Fung Exports Trading System’s replicated server.
Planned, developed, installed, resolved, maintained, and troubleshot client and server operating systems and associated hardware, software, and databases to ensure optimum system integrity.
Performed the operational establishment and preventive maintenance of backups, recovery procedures, and enforcement of security and integrity controls – Computer Associates ArcServe/MS ISA Server.
Carried out testing database systems and upgrades; debugged, tracked, reproduced, logged, and resolved all identified problems in accordance with approved quality testing scripts, procedures, and processes.
Managed the implementation and administration database documentation, guidelines, policies, and procedures. LI & FUNG (EXPORTS) LTD www.lifung.com Mar 1997 - Dec 2000 IT Coordinator (Helpdesk Support L1-L2)
Responsibilities (Not limited to)
Respond to all incoming support requests (phone/email/forms/direct contact), create tickets in the Service Desk management system and escalating jobs to responsible parties.
Installed, resolved, troubleshoot, maintain, and support various office communication equipment, operating systems, software, and databases to ensure optimum system integrity.
Configuring, Implementing, Diagnosing, Troubleshooting and resolving hardware and software requests in Notebooks and Desktop computers.
Provide Technical Support for all Desktops, Notebooks, Printers, Scanners, Photocopiers and other end user devices.
Microsoft Windows Desktop operating Systems (Windows 98, Windows ME, Win XP) and Mac OS Support Indika Karunaratne Resume
4 P a g e
Support Alcatel OMNI PCX enterprise level PABX system and troubleshoot Alcatel desktop telephone handsets.
Support & troubleshooting on network & Internet issues
Configuring and enterprise activation on Blackberry devices and CASIO hand-held terminals.
Meeting Room Booking system handling and meeting room arrangement.
User training for Microsoft applications, Desktop applications, ERP and HRMS systems.
Keep up to date process documentations and support continuous process improvements.
Procurement and Assets Management.
SINGER (SRI LANKA) LTD www.singersl.com Jan 1996 - Apr 1997 Asst. Programmer
Member of retail outlets sales management software development team. SINGER (SRI LANKA) LTD www.singersl.com Jan 1995 - Dec 1995 Trainee Programmer
Member of retail outlets sales management software development team. SINGER (SRI LANKA) LTD www.singersl.com Apr 1993 - Dec 1994 Sales Assistant (Microchip Division)
Handled Computers, Notebooks, office equipment and accessories. SINGER (SRI LANKA) LTD www.singersl.com Apr 1992 - Mar 1993 Accounts Clerk (Finance & Inventory Control)
Handled retail outlets accounts and inventory.
PROJECTS HANDLED AND SUPPORTED (RECENTLY)
- Takapuna Primary School, Auckland, New Zealand - Network Infrastructure setup.
- Systems Migration Project at Latitude Financial Services.
- Windows 10 migration project at Li & Fung Trading Ltd.
- Desktop Replacements and Hardware Upgrade for Win 10 migration project
- Replaced Digital desk phones with Cisco IP Phones
- Network Infrastructure upgrades (Cabling, Patch panels, Data points, Patch code replacements...ect)
- Server replacements and Server Hardware / Software upgrades,
- SAN storage device / HP Autoloader System implementations.
- VMWare upgrade and Veeam backup upgrade.
- New service Desk system implementation (Remedy Salesforce 1) (Team Member)
- Replaced Alcatel PABX system with Cisco IPT (Team Member)
- Replaced PSTN with SIP Trunk communication (Team Member)
- Implemented Cisco 2921 voice gateway (Team Member)
- Implemented new Cisco Core Switches (L3) and Wireless access points (Team Member)
- UPS replacement project
Indika Karunaratne Resume
5 P a g e
KEY TECHNICAL EXPERTISE
Desktop/Notebook
Support
Windows 98, Me, XP / 7 / 8 / 10
MAC OS Support
Desktop / Notebook Hardware Support
Application Support ERP, HRMS, CRM, MS Office Suit (2007/2010/2013/2016), Outlook, Lync, Adobe and any standard or customized Application.
Helpdesk Support Helpdesk Ticketing System (Remedy Salesforce1, Solarwinds) Support including ticket creation, report generation, continuous process improvement, document creation and updates, ticket escalation, L1– L3 Technical Support, User and Application Support Peripheral Support Printers, Scanners, Projectors, Document Cameras, Video Conferencing Systems, Smart Boards, Multifunction machines, UPS, POS Systems and other office equipment. Network Management Ethernet LAN, VLAN, WLAN and WAN Network Device Support Cisco / HP / Aruba Layer 2 / 3 Switch configurations & Support – 2950, 3750 Cisco Router Support – 800,1800, 2900, ASA 5500
Cisco / HP / Aruba AP Support
Server Hardware IBM eServers /HP Proliant servers
RAID Configuration, H/W upgrades and replacements
Server Systems Windows Server NT/ 2003 / 2008 / 2008 R2 / 2012 R2 Active Directory 2003 / 2008 R2 / 2012 R2
Microsoft Exchange Server 2007 / 2010 - Administration including creating new accounts, mailboxes, distribution groups, Group Policies, Security Groups and server troubleshooting. Lotus Notes 4.0/4.5 Administration
Microsoft SCOM / SCCM 2007 / 2012
Microsoft SQL Server
Microsoft Hyper-V 2007
VMware ESXi infrastructure 5.0 / 5.5
Print Server, File Server configuration, upgrades and maintenance. Terminal Services MS RDS
VPN Support Citrix XenServer 5.6, XenDesktop, XenApp plug-ins, Citrix/XenApp Client management Routing protocols and other
TCP/IP Protocols
BGP, OSPF, EIGRP
DNS, DHCP, SMTP, POP3, IMAP, HTTP, HTTPS
Cloud Infrastructure Office 365,
Backup Solutions Software Support - Symantec Backup Exec, Veeam, CA ArcServe Hardware Support – HP Autoloaders
Firewalls / Proxy Servers Checkpoint, IronPort Administration, MS ISA Server Telephone System Support Enterprise Level PABX System Administration, Desk Phone Setup & Troubleshooting Cisco VOIP Support (3905, 7942G, 8945, 7821, 8961, 8831) & Administration Cisco Unified Call Manager 10.0/10.5 directory management & Desk phone setup Cisco Jabber Configuration
Mobile Phone (Apple, Android) and Blackberry Enterprise Support Video Conference Support Cisco (Tandburg) Teleconference Edge 95MXP VoIP application support OCS 2010, Lync 2013, Skype, WebEx, Cisco Conference Bridge Patch Management WSUS, IBM BigFix
Virus Protection Symantec Enterprise, Trend Micro
Remote Desktop Control Tivoli Endpoint Manager (TEM), Microsoft RDC, Team Viewer, VNC, VSphere Client PERSONAL DETAILS
Full Name : Madduma Bandarage Don Dayakeerthi Indika Karunaratne Date of Birth : 06th December 1970
Gender : Male
School Attended : Ananda College, Colombo 10.
Residential Address : 308/4, Cemetery Road, Avarihena, Hokandara South, Hokandara. Civil Status : Married
Indika Karunaratne Resume
6 P a g e
EDUCATION AND PROFESSIONAL DEVELOPMENT
UNIVERSITY OF COLOMBO, Sri Lanka
Bachelor of Information Technology
UNIVERSITY OF COLOMBO, Sri Lanka
Higher Diploma in Information Technology
UNIVERSITY OF COLOMBO, Sri Lanka
Diploma in Information
AUSTRALIAN COMPUTER SOCIETY
Examination in Computing
NATIONAL YOUTH SERVICES COUNCIL
Diploma in Computer Programming and System Analysis and Design CERTIFICATES/LICENSES/COURSES
Cisco Certified Network Associate – Routers & Switching (CCNA R&S)
ITIL Foundation
AU / NZ Site Safe Certification (Building Construction) – Valid till 30/05/2019 ADDITIONAL INFORMATION
Professional Membership:
Australian Computer Society, Member and Certified Professional (MACS CP) Languages Spoken:
English and Sinhala
Interests:
Travelling, Volunteering, and Playing Cricket
REFERENCES
Vajira Kulasinghe
Branch Manager, Li & Fung (Exports) Ltd, Sri Lanka P: +94-71-864-****
E: ***********@******.***
Gaya Wijegunasekara
Director – IT, MSL Computer Services (Pvt) Ltd, Sri Lanka P: +94-72-240-****
E: ****.**************@*****.***
Contact this candidate